Client Impact: Healthcare
WellPoint Inc. Profile
As one of the largest health benefits companies in the country, as well as the largest for-profit, managed healthcare organization in the Blue Cross and Blue Shield Association, WellPoint, Inc. is a valued health partner with over 36 million participants enrolled in its family of health plans.
The Opportunity
WellPoint’s disease management programs are designed to combat chronic diseases such as heart disease and diabetes, and provide members with necessary support to supplement doctor care. The disease management programs provide support and education to members to help promote patient health and better quality of life. In order to improve overall patient health and avoid additional costs, WellPoint sought to improve patient engagement rates within its disease management programs by 10-percent.
The Approach
QualPro worked with WellPoint personnel to identify 700 ideas, which were eventually whittled down to 34 key ideas to undergo testing. QualPro divided these ideas into three groups: People, Process, and Technology. The People category included ideas related to employee incentives, training, and behaviors. The Process category included ideas related to clinical process model variations, follow-up timing, and clinical and enrollment scripting. The Technology category included ideas related to improving WellPoint’s appointment systems, voicemail scripting, as well as caller ID and branding ideas. The test included over 30,000 members and four of WellPoint’s call centers across the country.
The Impact
Within two months, QualPro consultants helped WellPoint realize a 24% increase in engagement from enrolled patients – more than doubling the original goal of 10% improvement.